Time Warner Gives You $1,271, Won't Take It Back
Melissa isn't sure why she has a $1,271.25 credit from Time Warner Cable, but there it sits in her account, baiting her to order a slew of pricey extras. Melissa asked Time Warner to reverse the credit, figuring the random payout had to be a mistake. "We can't fix it," they told her. "It's an error on our part. Enjoy!"
So after much debate, I decided to downgrade my Time Warner cable service to internet only and purchase Apple TV. Turns out, you actually get all kinds of channels free (even some in HD) if you just subscribe to internet. I don't have DVR, but I'll live without. After all, my monthly bill will be going from $145 to $45. not too shabby.
I called to cancel last week, but the CSR told me it wouldn't be effective until I turned the box in. I did so this morning and when I got my receipt, I did notice that the current balance was listed as -$558.85, but I just figured it would fix itself. I logged into the Time Warner payment site and noticed that in the Recent Activity section that there were tons of charges and credits, but in the end, it told me that the amount applied to next bill would be $1271.25. Hmmmm.
So I called, of course, to figure this out. I got a nice guy on the phone that was completely stumped. I was put on hold a couple of times, then finally he comes back and says, "Well, we can't fix it, it's an error on our part. Enjoy." He said they have no idea what happened, but that it was their fault. I told him to please make a note on my account that I question this. After all, I don't want to use the credit, then them fix it and suddenly I owe 6 months of service. I'm going to call back tomorrow, but this seems for real.
Ever hear of this??
The credit is a tease. Don't even think of spending it. One Time Warner customer service representative might be willing to part with money that isn't his, but the company is going to want it back. If you use their services, set aside the full amount so you aren't surprised when they come asking for payment.
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Comments:
"set up recurring payment programs" Hmm, Can I get a bond from TWC?
I can already see this turning into a future consumerist post whereby the OP follows the advice from a CSR, uses up the credit on stuff, only to have it rescinded by a higher up at TW and a bill sent to her for all the extras she ordered.
There will of course be no record that OP was told the credit was hers and that TW couldn't fix it. Naturally this will end up requiring an EECB to fix the problem.
It's one thing to dicker with the company to get the best possible rate, but a completely different thing to take $1,200 in free service knowing it's an error.
Eventually, it WILL be caught and I don't believe even an EECB will fix this. She called them, knowing the credits weren't hers- If she decides to use the credits knowing that they acknowledged there was a mistake but couldn't fix it... she's responsible for charges if the company catches up to her.
I would say after a couple attempts to get this resolved thru regular channels, she should write TW an EECB about the credits. Everyone is gung-ho to write EECB's when they've been wronged, but in this case, it's the right thing to do.
Don't count on the CSR's word. I wouldn't use it at all, but if you really want to you could try and get it in writing from TW that the credit is yours to use. The act of asking for it in writing might actually get them to fix the erroneous credit.
Write a letter to TW about it, asking them if, in fact, this is a gift, or if it is, in fact a mistake (and if it is, that it needs to be fixed ASAP).
When you get the reply on paper, if it is a gift, hey, enjoy. If it is a mistake, it'll get fixed. :)
I wouldn't try getting the credit refunded back to me. I'd just enjoy the free cable while it lasts.
What an interesting way to try to get a customer back. Give them ~$1200 in credit on their account when they cancel, tell them it's theirs to spend, then claim it was a computing error at some future point in time.
That last part hasn't happened yet, but I can only imagine how many people wouldn't question this and spend money that isn't theirs. Time Warner, you sly dog you.
@dragonfire81: She need to get a telephone recording machine and make several calls to TW asking to explain and fix this, including escalation to a supervisor, then manager, then directory, then auditor.
@MrEvil: Sure, and when they tell you that it was an error (which you already knew, but would likely claim you didn't know) then you owe TW $1200. That sure is one hell of a sound plan.
Let us assume that it is a gift, and you end up using it all up, although I cant imagine using up that much money on cable tv (unless you watch a lot of paperview) you might actually end having to pay taxes on the "gift."
Would they cut her a check if she cancels the service entirely?
She needs to track down an auditor or CFO at corporate. The EECB might achieve that.
I had this once with Verizon Wireless. Had to warranty swap a handset via Fedex. They sent new phone, I sent back old one. I saw a $200 credit on my account which didn't make sense.
I call VZW after 1 bill cycle and it doesn't charge back. Rep was confused. She even brought over supervisor but could not get it re-charged. I guess someone credited but didn't re-bill for the "new" phone and to this day, was never charged for it.
As long as you try to undo something, and if they can't, just be cautious and enjoy the error. I can't see one this big going unnoticed eventually with an audit.
Seems like someone set the stop-bill date for those services as 10/28 which backdated you resulting in a credit, divide by 6 and you should get around the amount you paid for those services every month.
What I dont understand is why you got credited for everything twice- once as a DTV/HSI bundle (720.13) and then as seperate services (Basic, Standard, DTV, HSI). seems like a serious blunder on the part of the CSR that handled your downgrade.
Call back again, make sure that the rep you get sees the comment you requested be added about questioning the credit. Get the address of somewhere that accepts written letters from customers. Send a letter that states you question the credit, and if they do not fix it immediately, you will not be held responsible for portions of the credit you used while they dithered around. In the letter ask that this statement also be added to your account record, then check back a week later to see if this was done. As indicated above, asking for a written statement regarding this issue would be a good idea.
You are purchasing service from them. You have done all that is strictly necessary in notifying them that they made an error in your favor, going to heroic methods should not be required. The EECB should be reserved for the case where they decide to claim this retroactively needs to be fixed. If you have the record that you tried to get it fixed before, this puts you in the position where you are being reasonable in saying that they can reclaim the still-outstanding credit, but are stuck with what you used up until then.
At that point, set aside a few moths worth of payments to be safe, and let the credit dissolve slowly as you use it. 2.8 years of service if they never catch it.
"Turns out, you actually get all kinds of channels free (even some in HD) if you just subscribe to internet."
I just wanted to point out that it doesn't exactly work that way and those channels can disappear whenever TW wants. Basically it's difficult for the company to provide stable internet while blocking basic cable and since most people have both anyways, it isn't usually an issue. However they can perform audits to see what you're using it for and if they find out you're watching TV you aren't paying for they'll send someone out to stop you from getting the TV part.
As for the "free" hd channels, you probably get broadcast HD channels as part of analog cable (no digital box needed) but like another poster said, that will go away whenever TWC decides to trap out cable. Cable and HSI work on different frequencies on the cable line - you dont have to have 1 to have the other, and trapping out one doesnt really effect the quality of another unless it's improperly done.
Also, the HD channels you get as part of standard cable are also available over the air, but you need an antenna.
@MrEvil: If it did end up being completely free, however, that's like 10-15 years of cable service. Hot deal!
@ludwigk: no wait, that figure is totally off *needs more coffee*. But whatever. Free is free, until it's not.
@eelmonger: Not so. Cable providers can't pickup information beyond the first device after the modem (eg, they can see if you have a modem, then a pc/router/game console/other device.) Also, they can filter the signal coming off the tap to the individual frequency that provides the internet data stream. Since they aren't providing video services, and have actually placed a physical device to block those signals there isn't a darn thing that any field auditor can do.
@dragonfire81: And of course those extras will be with one-year contract so she won't be able to cancel them :-)
@eelmonger: they don't cut off the TV service until there is someone scheduled to be in that area. It's normal to have service for a few days, weeks or even a month after you've terminated, they're just waiting to physically disconnect (or filter) the line.
in some systems basic cable is build into internet only or the internet rate is the same as basic cable + internet.
also analog cable is getting cut down to just what you get OTA + maybe TWC + PSA's only soon as well. The HD stuff is likely OTA HD in clear QAM.
AW MY GAWD...just use the credit already and stop complainin'...
I am always amazed at TWC. My own personal issues with them are
1) The std DVRs that nominally record 40 hr but only record 24 and which break down in 9 months. I have had four and that is enough. When I complained that the box was failing and I had some unwatched shows on the disk, their great idea was to hook up my VCR and tape the shows. So I have to record it twice?
2) Road Runner Turbo, which I signed up for some months back, never seemed to be that much faster. Unfortunately, I didn't have any time to dig into it. When I did, I found I was getting the nominal 7Mbps, which comes with the basic package. So I was paying for a service I wasn't getting.
3) TWC must have decided that customer service was not appropriate for their business plan. Every issue I have raised, and this includes a manager type, have been greeted with a blank look. The only other time I have enjoyed this level of service has been from employees who had the word 'teen' in their age.
Knowing TWC, they will probably come back and say, "Hey, that's not a $1200 credit, that's a $1200 bill. Pay. It. Now. Or else."
Don't take advantage of anything. Continue to dispute it with the company. Document *everything* with copies and recordings. That is the best course of action.
Having an attorney on stand-by probably couldn't hurt either...
@verucalise: The CSR works for the damn company in question. Who else should she believe? A letter signed in blood by the CEO? They're representatives of their company, what they say goes.
Record the phone conversation, get the CSRs name.
@AngryK9:
My goodness, you might be a tad over protective here. But i dont blame you, considering its the cable company.
get it in writing that they cant take it back and that its yours too.
@Carlos Rodriguez: From my experience in a couple of NYC apartments, it doesn't have anything to do with subscribing to the Internet. As long as your house is physically connected to Time Warner, you can get a whole slew of local and basic channels without a converter or $.
@lannister80: What they say goes? That's just silly. You can barely go a single day without reading something on this site about how some idiot CSR said something clearly wrong that an EECB was needed to fix. Just because it's in her favor doesn't throw all those rules out the window.
Can you ask for a check?
Then you can at least get the interest.
UPDATE:
After calling, I did a live chat with a CSR and they told me they would open an finance work order to figure it out and contact me within 48 hours.
Naturally, I didn't receive a call, so I called back and this time they told me that the finance work order was not approved and the credit would remain. I asked for a statement to be sent to me in the mail. I still haven't received this statement (surprise, surprise) and am really looking forward to logging in to my account for my next bill :)
*sigh*
I used to work at Comcast and these situations would arise every once in awhile. The system will ALWAYS catch and correct this type of thing on the next month's billing cycle. I can just about guarantee that she'll see a $1200 charge on her next bill.
I agree with angryk9 up to, but not including the lawyer bit. Just being honest with people OR companies usually has a way of working out for your benefit most always.
what is that phone # she called?
@godlyfrog: But who is she supposed to believe? Should her expectation be the CSR will lie and spread misinformation?
@verucalise: "Everyone is gung-ho to write EECB's when they've been wronged, but in this case, it's the right thing to do."
Great advice. Highly ethical, too. You're all right in my book.
@gravitus: Well, the bit about the attorney was facetious. :p The rest are simple steps that a consumer can take to protect themselves from what we shall we call "mistakes" on the part of the commercial entity.
1) Record the call
2) Get the CSR's name
3) Get the approval that it's an error on their end in writing
4 case 1) Enjoy the credit
4 case 2) They charge you for the service after you've used the credit, in which case you:
a) Call and ask for a reversal of the charges. If that fails,
b) Call someone higher on the list. If that doesn't work,
c) Sue in small-claims court and then cancel. Highly doubt you would lose with the evidence you collected in 1-3.
@thnkwhatyouthnk: It was part of the overage program, the credits were to be funded with the money collected when people went over their 5gb limit. I guess somebody forgot to yank this part of the program when the other failed.
@blash: Or since it's obvious that this is a mistake that CSRs are ill-equipped to handle fire off an EECB at the company.
We want to remain ethical. I would like to think that $1200 is not enough to corrupt me. ;)
@verucalise: How is she supposed to avoid using the credit? She'd have to cancel her service, and she might still be under contract. That and, like the others said, the CSR said it. If she can record that, she'd be $1200 richer for [almost] certain.
Then companies wonder why they need bailout money to stay afloat, or simply just file for bankruptcy. The guys running all these companies are brain dead.
@thnkwhatyouthnk: As long as you are prepared to shell out $1200 for months of service -- if and when the time comes -- it sounds like a good plan to me. At worst, you're gettting an interest-free loan for an unspecified period of time.
Exactly, just because some front line rep can't or doesn't want to fix it doesn't mean a national carrier like TW isn't going to come knocking.
Just be glad they didn't put it in your bank account... that would be a whole new mess.